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How did an engineer who started his career designing submarine systems end up leading the CX community? During this presentation, Bruce Temkin will share the lessons that he’s learned about storytelling and explain how it has been a critical component to his professional success. He’ll also discuss why it’s a critical skill for all CX professionals.
Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads Qualtrics XM Institute, which provides thought leadership and training to help XM professionals around the world master XM and radically improve the human experience. Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters.